Supervisory IT Specialist (Service Desk Supervisor)

Summary

This position serves as the Supervisory IT Specialist overseeing the DOJ Civil Division's Office of Information Technology Service Desk. This is the primary customer facing operational lead, focused on customer-centric service delivery to end users who directly support the Division's mission. You will oversee Customer Support operations and IT Service Management and advise the Assistant CIO regarding service delivery issues, problem management and opportunities to enhance customer experience.

Duties

As a Supervisory IT Specialist (Service Desk Supervisor), the incumbent provides leadership, coordination, and oversight of Division-wide IT customer support and service management operations. Duties include: Plan, direct, and oversee Service Desk and customer support operations to ensure effective and reliable IT services. Provide technical leadership and oversight of Tier 1 and Tier 2 support, incident management, asset management, device management, and audio-video services. Analyze service performance, incident trends, and customer requirements and implement improvements to service delivery and operational efficiency. Develop procedures, performance metrics, reports, and recommendations supporting IT operations and service improvements. Provide technical guidance and coordinate resolution of complex IT incidents, service requests, and customer support issues.

Qualifications

Basic Qualifications (2210 series): Please refer to the OPM IT Management Series 2210 Qualification Standard for the specific experience requirements for the GS-12 and above positions. To qualify for the position of Supervisory IT Specialist (Service Desk Supervisor), at GS-2210-14, you must meet the basic qualification requirements listed below. Applicants must have one year of specialized experience equivalent to at least the GS-13 level in the Federal service that demonstrates experience in the following areas: Leading or supervising enterprise IT customer support operations, including Tier 1 and Tier 2 incident resolution, deskside support, audio-video services, device management, and asset tracking. Resolving complex technical issues involving user systems, endpoint devices, applications, or network-connected environments, and providing expert troubleshooting guidance to support staff. Applying IT service management principles and tools to manage incidents, requests, problems, assets, and service improvements across a large-scale enterprise environment. Integrating cybersecurity requirements into customer support operations, including secure configuration standards, endpoint protection, vulnerability mitigation, and incident escalation. Coordinating technical activities across multiple teams, contractors, vendors, and cybersecurity personnel to address service delivery challenges and implement process or technology enhancements. Providing authoritative technical guidance and recommendations on customer support operations, endpoint management, IT policies, and emerging technologies to leadership and stakeholders. You MUST meet all qualification requirements by the 10/28/2026 of this announcement. Your resume must support your responses to the application questionnaire and the qualification requirements. Failure to do so may result in an ineligible rating. See the Required Documents section for important notes about what must be included in your resume.

Education

This job does not have an education qualification requirement.